Failing to meet a strategic goal like improving patient satisfaction requires identifying the underlying reasons for the shortfall to inform effective interventions.
Option A (Implement benchmarking): Benchmarking compares performance to peers, useful later but not the initial step to understand internal issues.
Option B (Review department-specific data): Data review is part of root cause analysis but is too narrow as an initial step, as it assumes departmental issues.
Option C (Perform a needs assessment): Needs assessments identify gaps in resources or training, but they follow understanding the cause of failure.
Option D (Conduct a root cause analysis): This is the correct answer. The NAHQ CPHQ study guide states, “When a strategic goal like patient satisfaction is not met, the initial step is to conduct a root cause analysis to identify underlying causes, such as process or communication failures” (Domain 4). RCA uses tools like fishbone diagrams to pinpoint issues.
CPHQ Objective Reference: Domain 4: Performance and Process Improvement, Objective 4.5, “Identify causes of performance gaps,” emphasizes RCA for unmet goals. The NAHQ study guide notes, “RCA is critical to understand why strategic objectives are not achieved” (Domain 4).
Rationale: RCA identifies the root causes of the satisfaction gap, aligning with CPHQ’s improvement principles.
[Reference: NAHQ CPHQ Study Guide, Domain 4: Performance and Process Improvement, Objective 4.5., , , ]
